By PorRedaçãoPortalPortuario
Porto Itapoá has achieved, for the 9th consecutive year, the highest NPS (Net Promoter Score) index in Brazil, according to a survey conducted by the Instituto Ibero-Brasileiro de Relacionamento com o Cliente (IBRC). This indicator measures how willing customers are to recommend a company’s services, being one of the main parameters of market satisfaction and loyalty.
The survey, which interviewed logistics managers from over 300 large companies that move cargo in the country, evaluated the performance of terminals and logistics operators across Brazil. The result reinforces the consistency of Porto Itapoá’s strategy in keeping the customer at the center of decisions, consolidating an organizational culture focused on experience and trust.
According to Felipe Fioravanti Kaufmann, Commercial and Customer Experience Director of Porto Itapoá, the recognition is a direct consequence of the entire team’s engagement. “This result is the fruit of a collective and consistent work, in which all areas understand that every decision, service, and attitude must be born from a real understanding of those who trust us.”
In recent years, Porto Itapoá has been structuring a comprehensive Customer Centricity Program, focusing on the training and continuous evolution of the teams. The project includes several stages, such as the “Unveiling CX (Customer Experience) in Practice” trainings, aimed at managers, coordinators, supervisors, and analysts; the application of the Mystery Shopper (MS) to evaluate service; and a specialized consultancy dedicated to reviewing and creating processes that support the concepts of CX.
Felipe explains that the program seeks not only to improve processes but to transform the organization’s mindset. “We created a learning and evolution journey that involves all levels of the company. We want to ensure that every employee understands how their work impacts the customer experience, whether in direct contact or in support areas.”
Among the next stages of the program are technical CX training based on the results of dynamics like Mystery Shopper, the availability of a compact and recorded version of the training, with evaluation via web, and the 2025 Customer Satisfaction Survey, which will allow for tracking customer perception in an even more structured way.
For Felipe, the secret to Porto Itapoá’s consistency lies in the combination of active listening, empathy, and operational excellence. “Putting the customer at the center is not just a strategy — it is a commitment. This means listening carefully, acting with empathy, and always striving to deliver beyond expectations.”
Porto Itapoá continues to invest in technology, capacity expansion, and professional qualification, always with the goal of providing an exceptional journey for its customers. “Every investment, every improvement, and every innovation has a clear purpose: to evolve together with those who trust us and to strengthen, each year, our position as a benchmark in customer experience in the port sector,” he concludes.
